What Are Reasonable Expectations for Pet Sitters? (2of2)
A Pet Sitter I Used on Vacation Gave an Incorrect Dose of Medication
Over the Memorial Day weekend, my boyfriend and I hired pet sitters who had taken care of our cats once before over a 10-day vacation. We were very pleased with their service at that time. This time around, both of our cats needed medication, which the sitters assured us they could handle.
But they apparently do not know the difference between 0.1 ml and 1 ml and gave one of our cats several times the correct dosage of one of the medicines. Luckily, this wasn’t dangerous and she’s fine. But if it were a different kind of medication, it could’ve easily not been fine at all, and the incident caused stress on our vacation because we couldn’t see for ourselves that she was OK (we were the ones who figured out, from afar, that she’d been overdosed, and it took a while to get them to understand what had happened).
I had previously written a five-star yelp review for this business, but I just updated it to three stars with an explanation of what happened. I said I would still recommend this business if a pet doesn’t need medication, which is true — they do a great job feeding and keeping in touch while you’re gone. But I think it’s important for potential clients to know that they may not know how to dispense medication properly.
Now the owner of the business is emailing and texting about how sad she is over the review and that it will hurt her business, which is how she and the other sitters make a living and support their families.
I do understand all that and I have no desire to hurt their business — and they did do a great job the first time around. Should I take the review down? (I would take down both reviews; I definitely don’t want the five-star one up without the update.). — Dear Prudence
Here are the perspectives of 5 different personas on this topic.
◆ The Stance: Speaking Out Isn’t Always the Right Choice
6, Mx.F
As a cat owner myself, I can honestly see both sides of this issue.
Whenever I go on a trip, I always ask someone to take care of my cat. And if she needs medication, I make absolutely sure to explain exactly how much to give, and how to give it. I either show them in person, send a video, or do a live demonstration — no exceptions. If someone doesn’t go to that level of detail and a mistake happens, I don’t think it’s fair to leave a bad review. Personally, I’ve gone that far even just for feeding instructions. I’ve also set up a camera so I can monitor the room 24/7 while I’m away.
I get how upsetting it is for the pet owner, but just because someone says “I can do it” doesn’t necessarily mean they can — especially when it comes to cats, who are difficult to handle. You really need someone who has the right skills and experience.
The bottom line is, you have to do everything in your power to prevent mistakes before they happen. And if, despite all that prep, something still goes wrong, then yes — I absolutely believe I have the right to speak out. I wouldn’t hesitate to leave a 1-star review and warn others not to use that service. I’d even include screenshots or videos of the instructions I gave the sitter to back it up.
7, Mx.G
When it comes to the difference between 0.1 ml and 1 ml, the first thing I wonder is whether the dosage instructions were written down or just given verbally. If it was in writing, that kind of mistake is inexcusable. But if it was communicated only verbally, I think it’s entirely possible for someone to mishear or misunderstand. At my child’s daycare, for example, we’re always required to submit medication dosage in writing — never just tell them.
What makes me feel confident about the daycare is that if there’s ever any doubt about medication, they always call to confirm. And if they can’t get in touch with the parent, they simply don’t give the medicine. Skipping a dose is far safer than accidentally giving too much.
That said, I think it really comes down to how the sitter handled things afterward. If they showed genuine remorse and took steps to improve, I’d probably forgive them — and I don’t think I’d leave a negative review.
To me, these people aren’t medical professionals. They’re pet sitters, not veterinarians. I think the reviewer might have had expectations that were a bit too high. Pet sitters don’t receive the same training or hold the same qualifications as vets, and it’s important to keep that in mind.
Also, when someone posts a harsh review, it can take away the sitter’s opportunity to learn from their mistake. Even if they do reflect, improve, and put new safeguards in place, the stigma of being “the sitter who overdosed a pet” might stick with them forever. At the end of the day, we’re all human — mistakes happen. Now, if this had happened at an animal hospital or a children’s clinic, that would be a completely different story.
8, Mx.H
Having run my own business in the past, I really do understand both sides.
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From the pet owner’s perspective, they could have asked ahead of time: “Have you ever administered medication before?” or “Do you understand the difference between 0.1 ml and 1 ml?” On the other hand, the sitter also should’ve clarified the details before agreeing to take the job.
But if you’ve only used a service once, and you don’t know what kind of company it is or who the people behind it really are, then you have to accept that there’s always going to be some level of risk when leaving a beloved pet in someone else’s care. That’s why I personally only leave my pets with people I fully trust.
That said, there will always be moments in life when we have to trust others. It’s like if you had to choose between a young surgeon performing their first operation and a veteran who’s done the procedure a hundred times — no one would pick the former. But even that experienced surgeon probably made a mistake somewhere along the way that helped them grow into the professional they are now.
Complaints and feedback from users are essential for a business to improve. But when that feedback is made public, like in the form of an online review, it can sometimes end up stifling that growth. As a society, we need to leave some room for mistakes and failures, or I honestly don’t think our future — 10, 20 years from now — will be a hopeful one. Especially now, when we seem to be striving for a “zero-risk society,” that kind of tolerance is more important than ever.
9, Mx.I
If it were me, I think I’d first go to the company in person and speak directly with the owner and the staff member who made the mistake. I’d want to understand exactly what happened — what went wrong and why — before jumping to conclusions.
This reviewer seems to be trying to present the facts as accurately and objectively as possible, but that doesn’t necessarily mean everything they wrote reflects the full truth. Reviews can help create transparency and prevent information from becoming a black box, but at the same time, they can easily become a form of one-sided personal punishment — and that’s the part of reviews that makes them so powerful, and potentially dangerous.
Actually talking to them face-to-face could reveal a lot. You’d get a sense of whether the business is driven primarily by profit, or whether they truly care about animals. And that, in turn, helps you judge whether this was a one-time mistake or a sign of deeper, recurring issues. If after speaking with them I felt strongly that this business should be held accountable or even phased out, then yes — I might choose to post a review. And I’d include the fact that I met with them in person.
But unless I reached that level of certainty, I probably wouldn’t post anything. As the saying goes, “The pen is mightier than the sword” — and sometimes, words can cut deep and corner people in ways we don’t intend.
10, Mx.J
This account is written from the owner’s point of view, so we don’t actually know how thoroughly they explained the medication instructions — or what the cat’s condition was like at the time. Personally, I’ve taken my dog to the vet and had front desk staff explain exactly how to administer the medication, demonstrating it right in front of me. That kind of visual instruction makes all the difference.
I think when you hire a pet sitter, you have to do so with the understanding that mistakes like this can happen. I don’t know what kind of business this was, but it’s entirely possible the person assigned was a new or part-time staff member with limited experience. They may not have had formal qualifications but still agreed to help out — either to please the client or stay competitive in a crowded market.
There are always other options, too — like paying more for a veterinary-affiliated pet hotel. Yes, it costs more, but that higher cost often reflects a lower risk. It’s a bit like leaving your child with someone you barely know in the neighborhood — affordable, yes, but also risky.
Of course, when you’re paying for a service, you have every right to express dissatisfaction. But if it were me, I’d probably leave a neutral 3-star review without detailing the issue. People who treat their pets like family — especially cats, who are more sensitive — probably wouldn’t choose a sitter linked to a medication error. Even if their pet doesn’t need medication, they’ll want peace of mind. No one wants to take chances with a provider that could mess something up.
Especially in a highly competitive industry like pet sitting, a review like this could be fatal for a business. I understand the argument that in a mixed-quality market, weak players should be weeded out. But if no one was seriously harmed, I don’t think we need to make a huge scene. It just creates pressure on the company and anxiety for other users. If you have a complaint, why not take it up with them directly?
11, Mx.K
First of all, let’s be clear — pet sitters are not medical professionals. The people working there might be college students or part-time workers, and unless the company specifically states that staff are certified to administer medication, I think it’s unrealistic to expect that level of expertise from them.
Honestly, once you make the decision to leave your pet in someone else’s care, you’re also accepting some level of responsibility as the owner. Human error is always a possibility, and if you truly care about your pet’s health, it’s your job to thoroughly vet the service. You could have chosen a facility that has experience with medication — or even paid more to leave your pet at an animal hospital where the risk is lower. If it’s that important, then you go the extra mile.
If I were the owner of the company, I’d probably offer a partial refund — maybe half the service fee — and explain that while we failed to deliver the promised medication service, we’re committed to improving our processes. I’d also respectfully ask the client to reconsider their review. Half a refund feels fair, since part of the service (the medication) wasn’t properly delivered. I wish Yelp allowed business owners to publicly respond to reviews the way Google does, but unfortunately it doesn’t.
What I really want to say is this: pet owners need to first take responsibility for the choice they made to leave their pet in someone else’s hands. You can’t outsource care without accepting the risks that come with it.
